• Answer incoming support requests regarding software, services, hardware, or networking issues promptly. • Manages and tracks the ticketing system, ensuring all employees are updated on support requests • Documents processes, solutions, or problems in a way that helps the Information Technology team scale solutions for the company. • Notifies direct leadership regarding recurring issues or patterns of problems in the environment; tries to find solutions to systemic issues, and presents their solutions to the team for implementation. • Escalates issues to the appropriate team member when necessary. • Maintains the confidentiality and privacy of employee and company-sensitive data. • Performs assigned tasks promptly with accuracy, efficiency, and empathy.